Cancel Now Internet the easy way

Overview

Now Internet refers to NOW streaming and NOW Broadband services provided under the legal entity Now NZ. NOW offers TV streaming memberships and broadband plans marketed in the United Kingdom and leverages digital delivery for channels, on demand content and home internet plans.

Core products

NOW's UK-facing product lines include pay monthly streaming memberships and NOW Broadband Full Fibre plans with minimum terms. Broadband plans in public offers include NOW Full Fibre 75, NOW Full Fibre 100 and NOW Full Fibre 300.

Company fact box

More reading

Background on the company is available on Wikipedia: Now Telecom - Wikipedia.

Web - cancel via My Account

1. Open a desktop, laptop or tablet and go to your NOW account. Do not use the NOW app or NOW Smart Stick for cancellation.
2. Go to 'Membership & Payment'.
3. Select the membership or viewing experience you wish to cancel.
4. Click 'Cancel membership' or 'Cancel viewing experience' and follow the on-screen steps until you see a confirmation page.
5. Save or screenshot the confirmation page and keep any confirmation email.

iOS - why you cannot cancel in-app

1. The NOW app does not support full cancellation flows; the account interface redirects you to the website for membership cancellation.
2. Open a browser on your device and follow the Web steps above.

Android - cancellation path

1. Do not try to cancel inside the Android app. Use a browser on a desktop, laptop or tablet and follow the Web steps above.
2. If you used an app store subscription billed through Google Play, cancel the Google Play subscription in your Google Play account settings and then confirm cancellation in your NOW account if applicable.

Phone - cancel by calling

1. Call 0330 332 3050. Hours are not publicly disclosed.
2. Provide your name, account number, address, postcode, telephone number and email address if requested.
3. Ask for a cancellation reference number and request a confirmation email.
4. Retain the reference and any email for your records.

Post - cancel by registered letter

1. Write a signed cancellation request that includes your full name, account number, address and email.
2. Send it by registered post to: Now Internet, 1 Central St, EC1V 8AA London, United Kingdom.
3. Keep the postal return receipt and monitor your account for confirmation.

Cooling-off period (14 days)

Rule - Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have an unconditional right to cancel distance contracts within 14 calendar days from the date of contract conclusion. If you cancel within those 14 days you are entitled to a full refund unless you asked for services to start during the cooling-off period.

Required proof documents - order confirmation and proof of identity if requested.

Applicable law - Consumer Contracts Regulations 2013.

Service started during cooling-off (pro rata charges)

Rule - If you expressly asked NOW to begin broadband or streaming during the 14-day cooling-off period, NOW may charge you a pro-rata amount for the services provided up to cancellation and for any chargeable calls. This follows the cooling-off exception for services that start with consumer consent.

Required proof documents - contract date, evidence of expressed consent if NOW requests it.

Applicable law - Consumer Contracts Regulations 2013.

End of minimum commitment

Rule - If your plan includes a minimum term, for example 24 months on the published Full Fibre plans, cancellation is permitted but will take effect at the end of the minimum term. Remaining monthly payments for the minimum term will be taken if you cancel before term end.

Required proof documents - account details and membership record.

Applicable law - Consumer Rights Act 2015 and communications sector rules under Ofcom general obligations.

Price increase

Rule - NOW's public information notes a price increase of £3 per month for NOW Broadband plans from 3 July 2026 for customers on an offer or minimum-term plan. If a contractual right to exit is included in your terms for price increases you may cancel without penalty. NOW's publicly available pages do not list the exact exit mechanics for price increases; you must contact customer service.

Required proof documents - notice of price increase and your account details showing affected plan.

Applicable law - Consumer Rights Act 2015 and general consumer protections; escalate via Citizens Advice if you disagree: Citizens Advice - cancelling a service.

Death of the subscriber

Rule - NOW's public help pages do not publish a specific death-of-subscriber policy. To close an account after a subscriber death contact customer services and supply a death certificate and proof of executor status or authority to act for the estate.

Required proof documents - death certificate and evidence of authority.

Applicable law - Consumer Rights Act 2015 where service performance and contract terms are governed by consumer protections.

Legitimate grounds and force majeure

Rule - NOW does not publish a public list of 'legitimate grounds' beyond cooling-off and minimum-term rules. If service cannot be provided (for example persistent broadband outages) the Consumer Rights Act 2015 requires services to be supplied with reasonable care and skill; you can complain and request contract termination or remedies.

Required proof documents - outage records, correspondence with NOW customer support and any fault reference numbers.

Applicable law - Consumer Rights Act 2015; Ofcom rules for communications providers.

Before you cancel: negotiate

Retention offers publicly reported by NOW are not listed in the published help pages used for this guide. NOW does not publish a fixed list of retention deals. To request a retention or discount call 0330 332 3050 or use the online Contact Us / Live Chat and ask the agent for any current offers, a loyalty discount or an alternative plan. Ask for the offer code and a confirmation email so you can compare the net monthly cost versus cancellation.

What cancelling saves - example maths

Use published NOW broadband plan prices to compute annual costs and potential savings:

• NOW Full Fibre 75: £23 x 12 = £276 per year.
• NOW Full Fibre 100: £25 x 12 = £300 per year.
• NOW Full Fibre 300: £30 x 12 = £360 per year.

Cheapest listed competitor from research: StormTV at £9.99 per month. Annual cost = £9.99 x 12 = £119.88.

Example saving by switching from NOW Full Fibre 75 to StormTV: £276.00 - £119.88 = £156.12 saved per year.

Example saving by switching from NOW Full Fibre 300 to StormTV: £360.00 - £119.88 = £240.12 saved per year.

If you are on a 24-month minimum-term broadband contract, check whether early termination will require payment of remaining contractual months before you switch; that will reduce the immediate saving.

Core consumer law

Relevant UK laws include the Consumer Rights Act 2015, the Communications Act 2003 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Ofcom enforces communications sector rules and the CMA supervises unfair commercial practices such as unclear auto-renewal terms.

Cooling-off and digital content

The Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for most distance contracts with a full refund right. If you asked NOW to start service within that 14-day period and the service began, NOW can charge a pro-rata amount for services consumed during the cooling-off period. This follows the digital content exception and service commencement rules.

Escalation steps

Step 1 - Complain to NOW Customer Service using My Account, Live Chat, phone 0330 332 3050 or by registered post to the cancellation address. Step 2 - If the response is unsatisfactory contact Citizens Advice for guidance and next steps: Citizens Advice - cancelling a service. Step 3 - If the dispute concerns communications provision escalate to Ofcom or use Section 75 or chargeback via the card issuer for qualifying card payments.

Check final billing

After cancellation monitor your account for a final bill. If you cancelled within the 14-day cooling-off period expect a full refund unless you requested service to start and received a pro-rata charge.

Save confirmation and monitor payments

Keep your cancellation confirmation email, screenshots and any reference numbers. Check your bank or card statements for unexpected charges in the two billing cycles after cancellation. If a payment is taken in error contact your card issuer for a refund or chargeback where applicable.

Equipment and re-activation

NOW's public help pages do not publish a universal equipment return address; follow the instructions on your final bill or the customer support response if equipment return is required. To re-activate choose the desired plan on the NOW website and register again; any promotional pricing may not be available to returning customers.

Data and account closure

If you want a copy of your account personal data or to request full account deletion contact NOW customer services and request the data export or deletion. Keep proof of the request.

Before and after you cancel follow this checklist to protect your rights and finances.

• Log into My Account and perform the cancellation flow on a desktop, laptop or tablet.
• Take a screenshot of the on-screen cancellation confirmation.
• Save any confirmation email and note the cancellation date and any reference number.
• If on a 24-month broadband contract, calculate remaining payable months and confirm the end date with NOW.
• If cancelling within 14 days request a refund and confirm whether a pro-rata charge applies if you asked for service to start early.
• Send a registered letter to Now Internet, 1 Central St, EC1V 8AA London if you want a postal proof of cancellation.
• Monitor bank statements for two billing cycles and keep evidence for any disputed charges.
• If you have unresolved issues contact Citizens Advice for escalation: Citizens Advice.